Return & Refund Policy
Prescription medications cannot be returned or resold once they have left our pharmacy. This is a matter of law and patient safety, not policy preference. Federal and Tennessee regulations prohibit a pharmacy from accepting a dispensed medication back into stock, because we cannot verify how it was stored while out of our custody. If something is wrong with your order, we will still make it right. See Section 3.
Contents
1. Scope
This policy applies to orders placed with and dispensed by TAM Pharmacy, 525 Metroplex Dr, Nashville, TN 37211. It should be read together with our Shipping Policy and Privacy Policy.
2. Items that cannot be returned
The following are non-returnable and non-refundable once dispensed or shipped:
- All prescription medications, including every compounded preparation
- Compounded preparations of any kind, which are made to order for one named patient and cannot be dispensed to anyone else
- Refrigerated, frozen, or otherwise temperature-sensitive products
- Controlled substances, which are additionally governed by federal DEA regulations
- Opened or unsealed health and personal care items
- Gift cards
- Items marked final sale or clearance
Because a compounded preparation is made specifically for one patient against one prescription, we begin work as soon as clinical review is complete. A compounded order cannot be cancelled for refund once compounding has started. See Section 5.
3. Damaged, incorrect, or defective orders
If your order arrives damaged, if the wrong item was sent, if a temperature-sensitive preparation arrived warm, or if you believe there is a quality problem with your medication, contact us within 7 days of delivery and do not use the product.
Please have ready, where possible:
- Your order or prescription number
- Photographs of the packaging, the shipping label, and the affected item
- A description of the problem and the condition on arrival
We will investigate and, where the issue is attributable to us or to transit, replace the preparation at no cost to you or issue a refund. Replacements for temperature-excursion or transit-damage claims are prioritized and shipped as soon as a pharmacist has authorized them.
In the event of a product recall or a pharmacy-initiated safety notification, we will contact affected patients directly and arrange replacement or refund regardless of the timeframes above.
4. Non-prescription items
Unopened, unused over-the-counter and non-prescription items in their original sealed packaging may be returned within 30 days of the delivery date. If more than 30 days have passed since delivery, we cannot offer a refund or exchange.
To be eligible, the item must be unused, in the same condition in which you received it, and in its original packaging with any seals intact. Contact us first to obtain a return authorization. Returns sent without one cannot be processed.
5. Order cancellations
To request a change or cancellation, contact us within 24 hours of placing your order and before compounding has begun. Once a compounded preparation has entered production or an order has shipped, it cannot be cancelled.
If your prescriber cancels or changes a prescription before we begin compounding, there is no charge.
6. Refunds
Once an approved return is received and inspected, we will email you to confirm receipt and tell you whether the refund was approved. If approved, the refund is applied automatically to your original method of payment.
Please allow up to 30 days for the refund to be processed on our side, plus additional time for your bank or card issuer to post it to your account.
Where a prescription was billed to insurance, any refund is coordinated with your plan and may be limited to the amount you personally paid.
7. Late or missing refunds
If you have not received an approved refund yet:
- Check your bank account again.
- Contact your credit card company; it may take some time before the refund is officially posted.
- Contact your bank, as there is often a processing period before a refund appears.
- If you have done all of this and still have not received your refund, contact us using the details in Section 11.
8. Exchanges
We replace items only if they are defective, damaged, or were sent in error. We do not exchange a correctly dispensed medication for a different one. A change in therapy requires a new prescription from your prescriber.
9. Return shipping
For approved returns of eligible non-prescription items, you are responsible for the cost of return shipping. Shipping costs are non-refundable, and where a refund is issued, the cost of return shipping may be deducted from it.
Where the fault is ours (a damaged, incorrect, or defective order), we cover return shipping and provide a prepaid label, or instruct you to safely dispose of the item rather than return it.
For eligible returns valued over $75, we recommend a trackable shipping service or shipping insurance. We cannot guarantee that we will receive your returned item.
10. Safe disposal of unused medication
Because we cannot accept returned medication, please do not mail unused prescriptions back to us. Dispose of them safely instead:
- Use an authorized drug take-back site or a DEA National Prescription Drug Take Back Day event
- Many pharmacies and law enforcement facilities host permanent collection kiosks
- Follow the FDA's guidance on medicines recommended for disposal by flushing, which applies to a small, specific list of high-risk medications
If you are unsure how to dispose of a specific preparation, call us and a pharmacist will advise you.
11. How to contact us
To request a return authorization or report a problem with an order:
- TAM Pharmacy
- 525 Metroplex Dr, Nashville, TN 37211
- Phone: 888-423-5988
- Email: info@tampharmacy.com